Tommy Hilfiger USA Inc

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18 reviews & complaints.

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Bad quality
Posted by on
I just bought a Hilfiger tote bag (style#: W8L401226) from one of its store in Singapore and have used it for 5 times. I am really upset to find out that the quality is not as good as what the brand looks. The leather handle part is the problem. I wish that Hilfiger will do some correction on executing the design. Honestly, I feel like betrayed by the brand because I just used this for freaking 5 times and even my other unbranded bag which I used almost everyday last longer than this Hilfiger bag.
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Discrimination Towards Asian! Rude Manager
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I was at Tommy Hilfiger Outlet store in Ontario, ca (Store # 104) this morning. I was told that by a friend they are having a great sale ( because she just purchased the night before). I am Chinese with a big family so I buy Tommy as gifts ever year for my relatives when I go back, because Tommy cost more over the sea. So this morning when I walked in the store I saw a sweater I like so I asked store girl how many I can buy, she told me I can buy 5pc of the same item. I went with a friend and both of us decided to buy the same items because the price was awesome. We did our shopping, however at the check out the manager from the store [snip - no names please] told me she will ONLY SELL ME FOUR ! I asked her why, then she handed over me the parallel imports paper, I explained to her I am not reselling them and I can cut off the tags in front of her, then she told me NO. because she can sale limited number to me, then I told her I asked the other store person, and she told me I can buy FIVE. Then this Maribell girl told me, she doesn't care but can only sale me Four in total. SO I asked her if she is discriminated towards me? And why my friend can buy 6 of the same items last night, but I can only buy four? Then she said I was rude and she will not sell to me. The story is not finished yet, she also rejected to sale to my friend, for the reason we are "friends". My friend ended up buying 4 after questioning her.

I am writing this and hope this can get to whoever in charge in Tommy. I feel sad and discriminated. I can provide every information to prove that I am not reselling the clothing. But Tommy needs to give me reason why I am NOT allowed to buy the products I want but others can.
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Ytropious on 03/04/2011:
It depends who's on duty. Some cashiers might not be as well versed in limits. It's an outlet store, a lot of outlet stores DO have item limits to stave off resellers. You admitted to them someone in your family had already bought 6, they are giving you 4, that averages to 5 each. I don't think this had ANYTHING to do with you being Asian.
Skye on 03/04/2011:
Well said Yt.

OP, they have to have limits, this way every other shopper gets a fair chance at purchasing the items.

trmn8r on 03/04/2011:
I am not quite sure why there was a disagreement of 4 vs. 5, but there was. However, I don't believe this has anything to do with discrimination.

If the CSR felt she was abiding by policy, and then you accused her of discrimination, I can see how she may take that as "rude". Stores can refuse service to anyone.

I'm not sure how you can prove that you aren't reselling clothing, though I am not suggesting that you are.
MRM on 03/04/2011:
Back when I was in high school, it was seen that Tommy Hilfiger apparels were worn mostly by hip hop artists and young African-Americans. It was a surprised to the high school kids that the designer of the popular Tommy Hilfiger is white.
Anonymous on 05/10/2011:
I had a similar experience just like yours at same store with that manager assistant. I complainted to the store manager Beth @909 484 0175. you may also send an email to but response to the complaint may be very slow. so far I didn't hear any thing from the manager or the company.
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Poor exchange policy and poor customer service for tourists
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I am living in Hong Kong. I bought a Tommy Hilfiger polo shirt last month when I travelled to New York. When I was back to Hong Kong after three weeks of purchase, a hole was found in polo shirt. Then I send email to US Tommy Helpdesk. They said that exchange policy only apply to US. They suggested me to contact the local Tommy Hilfiger store.

Then I went to local store. They said that they don't have same model. What they can do is to fix the hole by needlework. I refused and email to US Tommy Helpdesk again. I emailed them twice but no reply so far.

In fact it is easy to solve my problem. E. g. refund via credit card, send the exchanged item to local store... But Tommy helpdesk just select to escape. And I have no way to escalate.

As a result, I would recommend all tourists to be careful when they bought Tommy Hilfiger in US.
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Alain on 10/27/2010:
They did, in fairness, seek to resolve the problem with you. However, your point about being cautious with foreign purchases is well taken. Examining merchandise carefully before buying it can avoid problems at a later date.
shayen on 10/27/2010:
You didn't specify if you had the receipt or not. What does the receipt say about returns and exchanges? Their websites is pretty detailed about their policies, you might want to check it out. Piggybacking what Alain said, I would be more careful in the future when making purchases, I.e. carefully check the merchandise.
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Online Store
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I just cannot stop thinking about the bad experience I have had. I am a student and want to buy some gifts for my friends whenever I am leaving for my own country. I placed an order for more than twenty items and was told that my credit card information was incorrect; I called the credit card company and was told that everything with my credit card was correct. I called the Tommy Hilfiger online customer service and was told that the limited amount of items is twenty.

I removed some of my items but again, the system says that my card information was incorrect; I called the credit card authorization department again and was told that nothing wrong at all with my credit card; I called the Tommy Hilfiger Online Store customer service again and was told that the limited amount of items is thirteen.

I removed some more items; but again I was still told that my credit card information was incorrect; I called the credit card company again and got the same answer that my credit card information was correct. I called the Tommy Hilfiger customer service again and was told that the limited amount of items is ten.

I adjusted the quantity to nine items and finally I passed the verification and got a confirmation email. I just waited for the shipment notification, but I did not get any email; after three weeks I logged into my account and found that my order had been cancelled.

I called the customer service again to ask about the reasons and was told that he could not do anything for me because my order was cancelled, and he did not even ask me about any of my order information, including my order number, my email address or any other related information, and he was very impatient and rude.

First time when I made a purchase online and emailed to ask about return policy, I did not get any responses; this time when I tried to make a purchase, I found that my order was cancelled without being given any notification and reasons. And when I tried to ask for an explanation, I got nothing.
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Venice09 on 01/26/2012:
I think it's time to pick another store. They have wasted too much of your time already. If they don't know what the limit is, how are you supposed to know? Sounds like they don't know what they're doing and don't deserve your business.
abuchheit581 on 01/26/2012:
I would have given up way before the OP did. I agree with Venice, find a new store.
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Working for Tommy.
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I am a employee at Tommy Hilfiger, I honestly do not abid by how they are running there business. I have been in the retail industry for 6 years and I gain professional experance within the retail industry. However, I am back to square one with my retail sales career. Working for Tommy Hilfiger no matter how much I tell upper management about my experance within the retail business they don't want to listen. They feel that promoting people within is the way they operate. However, I don't think this is true. I know management that got the job as managers while I am stuck in the same position I was when I first broke into the business.. I have a degree in management and a minor in finance and a good resume. Do you think it is right for me to suffer like this? I beleave they run and operate business right however, is it right for a person with many years and good education background and knowledgeable in multiple languages to be in the same position as I was 6 years ago? or is this just life? I do think they are good in sales of product. I agree that some product carry bad quality however, they are working hard to make sure that there quality or there products are becoming better. I agree, there knits are wonderful, there wolvens are great. STAY AWAY FROM THE WATCHES! for that you Midas well goto China town in New York and get the same watch! trust! for cheaper or goto fossil there watches at least have a long term warretny. PLEASE STAY AWAY FROM THE DENIM, the quality is very very low, your better off getting denim at Polo Ralph Lauren, Or even goto the Gap or Banana republic for denim. However, the Quality premium denim is very low compared to different brands. Do you think operah owns any tommy hilfiger wear?
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Anonymous on 05/21/2009:
With all due respect, why would you want to be in management for a company that you say sells or manufactures low quality products?

I think your complaint about this company and their hiring/promoting practices may have held more weight had you left out the comments regarding product quality and the comment about whether or not Oprah owns any of their items. What difference does it make?
ackrondeb on 05/21/2009:
If you are not happy with them, move to another company. I was in retail for 23 yrs. 20 with the same company. But to tell you, they are all pretty much the same. No matter what company you go with. Make a move. They have you in a position, that they like you in and you probably do well and they won't move you. It happens all the time. There are a lot of companies you can move to that would love to have your degree.
I agree with johninsocal. Why would you want to stay with them if you are treated this way and they have low quality products, which they do. Move on buddy
Anonymous on 05/21/2009:
"STAY AWAY FROM THE WATCHES! for that you Midas well goto China town in New York and get the same watch! trust! for cheaper or goto fossil there watches at least have a long term warretny." You might want to look at your resume and cover letter for errors, if this is any indication of your writing style. I am shocked at the number of college grads who can't even put a complete sentence together, have no idea what to do with a proper noun, and don't know how to use punctuation. I'm not being mean. I'm being honest.
L Lake on 05/21/2009:
I'll only comment on what you said about the denim. Awhile back I purchased a denim comforter made by Tommy Hilfiger and it was really good quality and I gave it to my teen. I recently bought another one and the denim was poor quality and had light lines running through it and it was much lighter in weight. I sent it right back to where I'd ordered it, because the quality was not there.
BokiBean on 05/21/2009:
I've never understood the Tommy phenomenon...the clothes just look amazingly generic to me.
Anonymous on 05/21/2009:
Have you talked to your direct manager for feedback as to why you have not been promoted?

As for TH products, I'm not a clothing fan, but I do buy bed linens for my daughter. They're a little spendy at $75-$100 a set but they last a long, long time. Anyone that has kids knows you wash their sheets a couple times a week minimum when they're young.

Principissa on 05/21/2009:
JBC we buy our kids those character sheets from Kohl's and JCP, and they have held up quite well so far. Little man still has accidents at night and I'm washing his sheets at the max 4 times a week. No fading, no thinning, nothing. These cost us about 25.00 for the sets.
Anonymous on 05/21/2009:
Princi, I don't miss those days at Then you have the occasional bug that they've collected during the day and stuck in their pocket, the dirty feet they "forgot" to wash and so on.. and you have boys, so it's 10x more for you. ;)
Anonymous on 05/21/2009:
In the past TH jeans were made out of high quality denim. I still have a pair that fit great after 2 years. I guess it's lucky that I haven't been unable to find anywhere I live lately :) Thanks for the heads up on the denim.
Ponie on 05/21/2009:
sherdy, I had the same thought as I was reading this. By the end I came to the conclusion (perhaps erroneously) that English is not his first language. However, I think he's taking a risk posting his complaints/disclosures on a public forum.
Anonymous on 05/22/2009:
Ponie, it might be a second language, for sure-but still, how can he expect to be a boss when he can't even write. The reality of it is, people who hire first cut down on the amount of people they have to interview by looking at the paperwork associated with an applicant. If this is typical of the OP, I wouldn't even consider them. Again, I don't mean to be unkind, but there it is.
Anonymous on 05/22/2009:
I love Tommy jeans because Tommy understands women who are pencil shaped like me. His jeans are the only ones I have ever had that fit me as well as they do. I agree, though, that the quality has gone WAY down in the past few years. I won't pay full price for a pair anymore, and it never bothered me to do so in the past.
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Jacket Bleeds, Customer Service Ignores
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Rating: 1/51
NEW YORK, CONNECTICUT -- One rainy day in late May, I wore a red, black, and blue cotton-nylon Tommy Hilfiger jacket (3 months old). Although the jacket is lined, the red on the jacket shoulders bled through the lining onto my shirt underneath.

In June I phoned Hilfiger Customer Service, which promised to send me a Return Authorization (RA) so the jacket could be “evaluated.” If found defective, Hilfiger would send a replacement jacket. The RA did not arrive.

In a second call, Maria L. seemed efficient. She requested all the information I had given previously and promised to refer the matter to Steve, her supervisor, who would phone me. She asked for a back-up email address to confirm, a second telephone number, and promised to follow up personally. No call came, no RA.

A third call: I spoke to Rosa, who was polite and thorough. She retook all the same information. Nothing happened: no callback, no RA.

On 7/24/2012, I sent a complaint letter to Gary Sheinbaum, Chief Executive Officer, Tommy Hilfiger North America, and to Sam Sperrazza, Executive Vice President, Tommy Hilfiger North America Retail, TOMMY HILFIGER, USA, 601 West 26th Street, New York, NY 10001. No response.
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The waterproof is true?
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Rating: 1/51
I bought a Tommy Hilfiger's watch at Rio de Janeiro's Dufry to my husband. At the OPERATING INSTRUCTIONS it is written that the watch is WATER RESISTANT to showering or swimming, behind the watch it is written 50M.

However, my husband swam with the watch and got water in it. The watch broke.

I took the watch to Vivara, the authorized service in Brazil and they told me that ANY TOMMY'S WATCH IS WATER RESISTANT. I argued that it is written in the watch and they said that it is written but it is not true...

They want to charge me R$ 330,00, about USD 165,00, to fix the watch.

The watch cost USD 120,00.

I wonder if that's how Tommy works and actually watches are not water resistant.

Best regards,

Ilona d'Orsi.
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FoDaddy19 on 08/14/2012:
There are varying levels of water resistance. Note, water resistant does not mean "water proof". Generally speaking a water resistance rating of 100 meters is adequate for most swimming or even snorkeling. A watch with a water resistance rating of 50 meters or less may or may not survive prolonged exposure to water.
copper_works_ on 08/14/2012:
You might want to contact the manufacturer if the store isn't following through. You don't say which watch it is, but with the 50M unless your husband was scuba diving should be covered. Water Resistant - 165 Feet (50 M)
trmn8r on 08/15/2012:
A manufacturer's rating (eg "50m") is an *interpretation*, and unfortunately can't be related to an ISO standard. While "50m" should be the minimum rating to use and survive normal swimming, obviously they missed the mark on this one. Excellent warning for others, though at your expense.

What is interesting to note is that any rating such as "30m" "50m" or "100m" doesn't mean the watch can withstand those depths for prolonged exposure.
copper_works_ on 08/15/2012:
I don't know if this will help since you are out of the county, but you could try this.
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Poor Service and Mislabeled Products
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I bought two shirts at a Tommy Hilfiger outlet store in Seacaucus, NJ. When I arrived home I found the shirts that were labeled as mediums to be so small I couldn't even button them. I returned to the store with shirts and receipt in hand to simply exchange them for shirts that would fit me. The store manager said there was a "no return" policy in spite of the mislabeling and the stores negligence in not notifying me of the mislabeling. This was outrageous, but because the store manager claimed no authority in exchanging my shirts I agreed with her suggestion that she email her superior and that I would be contacted. I left my name and email, but after almost two weeks have heard nothing. This is unacceptable. This company no longer deserves my business.
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NicoleM on 09/01/2011:
I'm not familiar with shopping at outlet stores, but heard they don't typically take returns. I hate trying on clothes at the store, but most times that I skip it, I end up wishing I hadn't.
BEJ on 09/01/2011:
Why didn't you try them on before purchasing?
At Your Service on 09/01/2011:
I agree with BEJ. It's possible you may take a large in this brand.
Anonymous on 09/01/2011:
Along the same lines AYS, I've noticed that a lot of the designer brands run smaller. Since I normally wear a large I have to buy an extra large in designer clothes to get them to fit.
momsey on 09/02/2011:
Anonymous on 09/02/2011:
I enforce a policy with my family when shopping..."TRY IT BEFORE YOU BUY IT!" A large in one brand may be a medium in another.
momsey on 09/02/2011:
Sorry for the random post. My phone was going haywire.

Anyway, are you sure you're a medium in TH clothes? Different brands and designers have different standards for size. Also, it's an outlet store. A lot of the clothes sold there are seconds or irregulars, which is why they're discounted.
Skye on 09/02/2011:
I think it's always best to try on anything you buy. Different brands always run different sizes.

steven & linda on 09/02/2011:
hi - we're new here but I saw you post and maybe I can offer some help. does the receipt or a sign in the store indicate their return policy?
you might want to try another hilfiger outlet and see if they might be able to help you or if not, try contacting the company directly and see if they can be of assistance.
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Posted by on
Rating: 1/51
This is the poorest managed company I have ever tried to do business with. Their website is a joke and does not work properly. Orders are canceled by the company without being notified and customer service will not even attempt to help you.
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trmn8r on 06/01/2012:
If this is a description of typical customer service, I might be inclined to agree the company may be run by "morons".

Is it possible that there are more details to your complaint that would make the management/employees appear perhaps lazy or poorly trained, and less like "morons"?
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Has Quality Gone Out the Window!?
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FORT WORTH, TEXAS -- I have been wearing Tommy's short sleeve "polo" shirts for over 10 years and have love the feel and design of the shirts, but now I'm not buying them anymore and asked my wife not to buy them either. The quality is gone, shouldn't an XL shirt from Tommy be the same across the board?? I wear XL shirts but now 50% of the time the shirt I buy and wash they shrink!

What is the deal, why can't they be consistent in their production and quality!? They've lost me as a customer but worse they've gained one more negative voice.
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Anonymous on 05/31/2009:
Check the label and see if it says "100% cotten".
InvestorsVoice on 06/02/2009:
They are all 100% cotton and washed in cold water and air dried. What I have noticed is that the shirts are manufactured in India, Laos, Sri Lanka, Malaisia, etc.. Do they have the same quality standards at each location? Do they use the same "size pattern" at each location so a Large from one is the same as one produced elsewhere? It doesn't seem to be. I have had shirts shrink 2 inches in length, that's not usual.
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